Home Services Objection Handbook

You: That's a fair question. The fee covers a licensed technician coming to your home and doing a full diagnosis, so you know exactly what's wrong and exactly what it costs before you decide anything. (If credited:) And if you go ahead with the repair, (CREDIT RULE). Would the morning or the afternoon work better?

Why it works: it explains what they are paying for, not just that they must pay.

If they still decline: offer the maintenance plan if it reduces or waives the fee. Code UB-Fee and note their words.

You: I really wish I could. Every system and every home is different, so any number from me would be a guess, and I don't want to give you a wrong one. The technician gives you the exact price before any work starts, and you decide from there. Can I get that booked for you?

Code UB-PhonePrice if they do not book.

You: That makes sense, it's smart to compare. While you do, can I hold (WINDOW) for you? There's no cost to hold it, and if you find something better, just call or text us to cancel. That way you don't lose your spot.

You: I understand, and some companies do. Our technicians are licensed, they do a full diagnosis, and they give you an upfront price before any work, so there are no surprises later. (If credited:) And the fee goes toward the repair if you go ahead. Would you like to book?

Never say anything negative about the other company.

You: I hear you. Can I ask, is it the diagnostic fee, or a price the technician quoted you?

If the diagnostic fee: use the fee answer above, plus the plan if it helps.

If a technician's quote:

You: I can't change the price myself, but I can have (ADVISOR NAME) call you to go over options, and we do offer financing if that would help. Would you like that call?

You: I'm not able to change prices myself. What I can do is pass this to (MANAGER NAME), who can look at your situation. (For members or plan offers:) Members also get (REPAIR DISCOUNT) off repairs, if that helps.

Route to the office or advisor. Never promise anything.

You: Good question. Manufacturer warranties usually cover parts, and labour depends on your coverage. The technician will check your warranty on site and tell you exactly what's covered before any work. (Then state your client's fee rule for warranty calls.)

Never promise coverage.

You: I understand, nobody wants to wait with this. The earliest I have right now is (EARLIEST WINDOW). I can also add you to our cancellation list, and if anything opens up sooner, we'll call you right away. (If after-hours service is offered:) We also have emergency service tonight for (AFTER-HOURS FEE). Which would you prefer?

If the situation fits a higher priority tier (vulnerable people, extreme weather), check with dispatch. Never promise an overflow slot dispatch has not approved.

You: I can't promise an exact minute, because the technician's earlier jobs can run long. What I can promise is the window, and the technician will text or call when they're on the way, about (MINUTES) minutes before.

You: No problem. Is there another adult who could be there, or would an earlier or later window work? I have (OPTION 1) or (OPTION 2).

You: I understand. If everyone is safe and comfortable tonight, I can book you first thing tomorrow at the regular fee. If anything changes, or anyone feels unwell, call 911 first and then call us. Would you like the morning slot?

You: Yes, I'm a real person. I'm with (COMPANY NAME). We work with homeowners all over (MARKET), and the technicians who come to your home are local to your area. Now, let's get this sorted for you.

Why it works: a calm, quick answer that brings the call back to the customer's problem rarely loses a booking.

You: Yes. (COMPANY NAME) is licensed in (STATE) (license (LICENSE NUMBER) if approved to share) and insured. I'm happy to text you our license number and our reviews.

Only share facts the client has given you.

You: I'm sorry it felt that way, and thank you for telling me. I'll note that you'd like a straightforward diagnosis and repair options first, with no pressure. Would you like me to ask the office manager to call you about last time as well?

Note it on the job. Route a complaint if they want one.

You: Fair question. (COMPANY NAME) is based in (CITY), licensed in (STATE), and has been working here for (YEARS) years. I can text you our license number and reviews right now so you can check.

Service call:

You: Of course. While you check with them, can I hold (WINDOW) for you? If it doesn't work, just text us to change it.

Estimate or roofing:

You: Absolutely, it's a big decision. Let's find a time when you're both home, so you only have to do this once. Would an evening or a Saturday work better?

You: Of course. Can I ask, is there anything specific you're unsure about? Sometimes I can help with a quick answer.

If they share a concern, answer it once. If not:

You: No problem. Would it be all right if I followed up (DAY)?

You: Thanks for telling me. Usually the owner or property manager needs to approve the visit. Do you have their contact, or would you like to check with them and call us back? I can note everything so it's quick next time.

Follow the client's renter rule. Code UB-Renter if not booked.

You: I understand. We only sell parts as part of a repair, so the technician can make sure it's the right fix and it's done safely. If it doesn't work out, call us and we'll get you in quickly.

Never guide DIY work, especially gas, electrical or refrigerant. Code UB-DIY.

You: That makes sense, a lot of people do. The tune-ups are there to catch small problems before they become a breakdown on the hottest or coldest day. Completely your choice.

You: I understand. Just so you have the numbers, it's about (DAILY COST) a day, and on today's repair alone it would save about (SAVINGS AMOUNT). No pressure at all.

You: No, we can't. Covering or waiving a deductible is illegal in many states, and we don't do it anywhere. What you'll get from us is an honest inspection and a clear, itemized estimate.

You: That's a great question for your insurance agent, since every policy is different. The inspection doesn't file anything. It just shows you whether there's damage worth discussing.

You: That's always the insurance company's decision after their adjuster sees it. We document everything clearly with photos so you have the facts.

You: I wish I could, but roofs vary a lot with size, steepness, layers and materials, so I'd be guessing. The inspection is free, and you'll get a written, itemized price.

1. Let them finish. Do not interrupt unless there is a safety issue.
2. Acknowledge: "I'm really sorry. I can hear how frustrating this has been."
3. Take ownership of the next step: "Here's what I'm going to do right now."
4. Offer a manager callback if you cannot fix it: "I'd like (MANAGER NAME) to call you today. What's the best number?"
5. Never argue, never blame the technician, never promise a refund.

You: I want to help you, and I can't do that if the conversation continues like this. Can we start again? (If it continues:) I'm going to end this call now. A manager will call you back.

End the call, note exactly what was said, and tell your team lead and the office manager.

You: I understand. I'm going to make sure a manager gets this today. What's the best number for them to reach you?

Do not discuss the issue. Escalate immediately to the office manager and your Narqix team lead.